We know shopping online is hard, and we are happy to assist you personally!

Frequently Asked Questions

**NO PRICE ADJUSTMENTS**

**EXTENDED HOLIDAY RETURN POLICY: You have 15 days from the time of delivery to return or exchange any regular priced items for full refund EXCLUDING VINTAGE ITEMS & ACCESSORIES. After 15 days you have an extended 15 days to receive a gift card*

WE OFFER REFUNDS & EXCHANGES WITHIN 15 DAYS OF PURCHASE WITH TAGS ATTACHED & IN ORIGINAL UNWORN CONDITION.

Nope! Just make sure you have your original email used at checkout, and the order number!

How long from the time of purchase do I have to return my items?

15 Days from the time it was delivered to you! No returns will be accepted if they are outside of our 15 days window. On our return platform, it may list that you are outside of the "20 Day Window". This is because it includes an approx. 5 days for transit time after the order is placed.

Do you offer free return shipping?

Unfortunately, not at this time. Return costs are deducted from total refund amount. This will be as low as $3.

Can I exchange my items?

To exchange, we either ask that you return the item and place a new order, OR, we will charge you a $12 fee to exchange through us (this includes shipping costs and a restocking fee).

Can I send items back together from different orders?

Of course!

Can I return sale items/ jewelry / accessories, or vintage clothing?

No, these items are final sale and are NON-RETURNABLE

How long will it take to receive my refund?

Please allow 7-10 business days for processing

How long will a refund take to show up on my original form of payment?

We ask that you allow up to 1-3 business days for a return to show up on original form of payment, and may be dependent on bank

Why didn't I receive the full amount?

Return costs are not included in the refund amount.

Do you support customer service over instagram?

No we do not. Please shoot an email over to info@12thtribe.com for any customer service assistance.

Can I still return even if I used a discount code during purchase?

Typically, yes of course you can as long as it is returned within 15 days of purchase. :) If the code is one used during a promotional sale, such as Box15, these items are non-returnable. This will be marked on the packing slip when shipped, as well as the fine print on our website and emails as well.

Do you ship to Canada?

Yes we do! Just $15

Do you price match other stores or previous sales on 12th Tribe?

No we do not price match no matter the circumstance.

Can I ship my item(s) back for a return with my own shipping?

No. We will not accept any returns that are not requested in our shipment and a 12th Tribe label used.

What time do I have to order by to receive my overnight by next day?

The cutoff time for overnights is 12:30pm PST.

Shipping & Delivery

*Please allow 24-48 business hours for processing time from time of purchase for updates on orders*

FREE REGULAR SHIPPING on all first class orders (5-7 business days)

Pick Up Order In Store Same Day! Please call us to place the order today: (323) 880-4117

PRIORITY SHIPPING (3-4 business days): $11.00 (USD)

EXPRESS 2-DAY SHIPPING (2 business days): $25.00 (USD)

EXPRESS OVERNIGHT SHIPPING (1 business days): $40.00 (USD)

INTERNATIONAL STANDARD SHIPPING (7-21 business days): $15 (USD)

INTERNATIONAL DHL EXPRESS SHIPPING (1-3 business days): $40 (USD) *All prices are subject to change upon ordering. You will be contacted if necessary*

*any orders placed Friday after 12pm CST to Sunday will be sent out the following Monday.

*OVERNIGHTS: will be shipped out same day if placed before 12:00 PST. If an overnight is to be shipped out on Friday, it will deliver the following Monday. If you need the item sooner, you can call your local UPS to request for Saturday Delivery, which may accrue additional fees.

*Our partner carrier picks up all shipments the same day the label is created, if you do not see tracking updated within 24hrs, don't worry it is in transit to a new USPS facility, so hang tight!

Returns & Exchanges

In order to exchange, you have two options. You must return your item & PLACE A NEW ORDER for the new size/style OR we will charge a $12 exchange rate which includes shipping costs and a restocking fee to have a seamless exchange.

Returns

(each return is handled on a case by case basis in order to ensure the satisfaction of our customer to the best of our ability)

12th Tribe gladly accepts returns of unworn, unwashed, undamaged, or defective merchandise with all original tags on for a refund within 15 days of stated delivery date.

Keep in mind that at this time weDO NOT cover RETURN shipping costs. The shipping cost will be deducted from the total possible refund amount.

If you are returning Thrasher Shorts or Thrasher Jeans we are happy to assist you with new sizing when you submit your return. Thank you for your cooperation.

Refunds

*Must meet the above guidelines to be eligible for a refund*

Please allow us 7-10 business days from when we receive your return to issue refund or store credit.

Once your return has been processed, you will receive a confirmation email containing either your refund receipt, or store credit.

Please allow up to 1-3 business days to receive your refund back to the original form of payment. This is dependent on your bank.

Info On Vintage Items

Disregard sizing on label. Some items (including thrasher shorts) have been re-purposed and resized.

Some of our vintage items are up to 30 years old. With Vintage and age comes natural wear. Please be mindful of this if you are seeing any coloring or natural distressing

International Returns

International customers must cover the cost of international return postage, as well as any additional duties or taxes assessed by customs.

Lost/Stolen/Damaged Packages

Once a package is shipped from our warehouse, it is out of our hands if a package is lost. 12th Tribe will not be held responsible. If you feel as though your package has been lost, please submit a claim to USPS here.

If item arrives damaged, please send an email containing a photo of the damaged item to info@12thtribe.com. A customer service representative will assist further. A photo must be sent prior to returning to ensure a full refund, otherwise store credit will be issued.

If an item states "delivered" but you did not receive, we will need you to confirm your shipping address, as well as check in with your immediate neighbors. We also recommend you contact your local post office in the event that they mistakenly stated the package as delivered, but still have it in their possession. If the package does not turn up with those steps, we must allow 15 business days (excluding holidays and weekends) for the package to show up. If it does not turn up within this time frame, we ask that you email info@12thtribe.com for further steps.

This will be handled case-by-case, thank you for your cooperation.

Damaged After Wearing/Washing

If an item has been worn and/or tried on, and becomes damaged, 12th Tribe will not be held responsible to replace the item.

This will be handled case by case; however, we will not be held responsible to replace the item.

Return To Sender

If a package is returned to us, we will contact you ASAP. With that being said, hang tight while we investigate the issue, and determine what we can do to help!

If you would like it reshipped or refunded, the package must be returned to us before we do so. You can always repurchase the items and we will refund the ones returned to us once they arrive at our facility. If you have any further questions please direct them to info@12thtribe.com

Cancel Order

If an order needs to be cancelled, an email must be sent to info@12thtribe.com ASAP before we ship it out. We will do our best to accommodate your needs before shipping. In the event that it is shipped out before we receive notification that the order needs to be cancelled, a return request must be submitted. At that point you will need to return the items according to our policy.